Digital Customer Engagement Manager

4 semanas atrás

São Paulo, Brasil SAP SE Tempo inteiro
Digital Customer Engagement Manager - Enterprise Cloud Services

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

Please upload your CV in English. Only CVs in English will be assessed.

ABOUT THE TEAM

The SAP Enterprise Cloud Services (ECS) organization is responsible for providing cloud hosted infrastructure and application management services to SAP customers worldwide in a 24x7 operations model. Our portfolio of private cloud solutions turns SAP products into a solution-as-a-service on customer’s preferred infrastructure, including Hyperscalers. The portfolio is at the center of the SAP strategy to help customers on their journey to use SAP S/4HANA and become an Intelligent Enterprise.

As part of ECS, the SAP Enterprise Cloud Services Private Cloud Customer Center (PC3) is dedicated to managing service delivery at scale for high-volume, low-touch, private cloud customers. Our business unit is growing rapidly, and we are looking for people with diverse technical and customer engagement backgrounds to join our Centers of Expertise around the world.

ABOUT THE ROLE

The digital Customer Engagement Manager (dCEM) is responsible for end-to-end customer engagement and delivery of contractual agreements and services for SAP Cloud Customers of SAP Enterprise Cloud Services, mainly focusing on SAP S/4HANA, private cloud edition deliverables.

The dCEM oversees the customer lifecycle from contract signing, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, change management, and renewal support. The dCEM is expected to maintain customer satisfaction through issue mitigation and escalation management and help customers maximize the value of their partnership with SAP. This role involves collaboration with Project Leads (PL) and SAP Enterprise Cloud Services internal delivery teams throughout the customer engagement lifecycle.

Key tasks comprise the following:

  • Supports sales to delivery handover and customer onboarding to SAP Enterprise Cloud Services
  • Initiates digital service kick-off for customers
  • Contributes to onboarding/transitioning customers to ECS
  • Supports in de-escalations of critical customer situations
  • Collaborates on critical customer situations with Major Incident Management (MIM), SAP Enterprise Cloud Services Customer Office teams, and SAP Product Support
  • Executes technical feasibility studies / solution reviews (if applicable)
  • Contributes to customer release and maintenance activities
  • Supports customers on technical requirements throughout their lifecycle within the SAP Enterprise Cloud Services scope of engagement
  • Executes and supports problem management and continuous improvement
  • Reviews SLA service credit cases
  • Supports commercial change requests
  • Contributes to liaising with different SAP stakeholders to ensure customer success
  • Reviews account status and analyzes if the account needs to be transitioned to another team based on growth in volume or complexity over time

Role Requirements

  • Experience as an SAP technical consultant in a customer-facing role (consulting, IT support, IT services, etc.)
  • Hands-on experience with SAP Basis activities, SAP release upgrades, and infrastructure updates for cloud customers
  • Effective customer communication using digital mediums to achieve high customer satisfaction
  • Strong knowledge of IT Service Management, SAP Basis, and SAP Application
  • Good understanding of Enterprise Cloud Services operations infrastructure, processes, and automation tools is a plus
  • Knowledge of Project Management Fundamentals, ITIL, and Lean Fundamentals is a plus
  • Cloud architecture and IT technical infrastructure knowledge
  • Technical and application expertise for different cloud solutions (min. HEC & S/4HANA)
  • Understanding of escalation handling and procedures
  • Experience in working with cross-cultural and cross-functional teams or individuals
  • Advanced/fluent English proficiency (written and verbal), additional languages are a plus

This is a Hybrid Model requisition - requiring 3 days a week in the office or with customers/partners – subject to local labor law and social partner involvement.

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone feels included and can run at their best. We believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Requisition ID: 408005 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

Job Segment: Cloud, ERP, SAP, Database, Project Manager, Technology

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